The dimensions of frontline employee adaptability in power sector : A grounded theory approach

Purpose – The power sector needs frontline employees (FLEs) who are adaptable to the dynamic and complex business environments. There is yet to be a study that defines FLE adaptability as a lived in experience. The main purpose of this study is to explore the dimensions of FLE adaptability in power sector. Design/methodology/approach – FLE adaptability being multifaceted and context based, the research is conducted as a qualitative research in an attempt to identify FLE adaptability dimensions. FLE's working in three power utilities in Western, India participated through purposeful sampling frame. Data were collected using interviews, group discussions and open-ended questionnaire and analyzed in line with grounded theory. Findings – The analysis revealed seven dimensions of FLE adaptability. The dimensions being interpersonal aspect of adaptability, service offering aspect adaptability, political aspects of adaptability, social aspects of adaptability, physical aspects of adaptability, group aspect of adaptability and organizational aspect of adaptability. Research limitations/implications – Given the authors' exploratory qualitative approach and small sample size, these findings should be interpreted with caution until they have been replicated in a variety of settings and with multiple methodologies. Participants in this study were drawn from power sector organizations located in Western, India. This may delimit generalizations. Substantial research needs to be carried out in order to fully develop a complete understanding of this important FLE adaptability construct. Social implications – Power sector is one of the major parameters for the development of country. FLEs are one of the main cogs in the efficient management of power sector. This research stresses the need for FLE for adapting to the social fabric of society especially for services which are essential in nature. The new term coined by the researchers is social consciousness which depicts employee social orientation. Originality/value – There is academic scarcity on research that defines FLE adaptability as a lived in experience. In the previous research on employee adaptability, there was a consistent divide between the setting (laboratory vs field), construct dimensionality (uni- vs multidimensional), assessment format (objective task scores vs subjective ratings), and sample (military vs non-military setting). Thus, the previous research on adaptability could not be generalized on the adaptability spectrum of FLEs; hence, this study revisits the attributes of FLE adaptability.